Director of Service Desk Support

Director of Service Desk

Location: Chandler, AZ (onsite, 5 days per week)

Our client, a company with a global footprint and multiple locations, is seeking a high-energy Director of Service Desk to lead end-user support across all of its locations and provide best-in-class employee support experience.

The Opportunity

This is a player-coach role for a strategic service desk/support leader who wants to build something. You will set the vision for service desk and end-user computing company-wide, lead a team of site Service Desk Managers, and partner closely with Infrastructure. Your signature initiative will be launching walk-up IT hot spots (tech bars) at every location so employees can get fast, in-person help. And when a site gets busy, you will be the leader who steps behind the counter and works tickets alongside the team.

What You Will Do

• Define and execute the strategy and roadmap for service desk and end-user computing across multiple sites.
• Lead, mentor and develop Service Desk Managers, driving consistent standards at every location.
• Design, launch and scale walk-up IT hot spots company-wide, including the service model, staffing and success metrics.
• Own ITSM processes aligned to ITIL, including incident, request, problem, change and knowledge management.
• Establish and report on SLAs, resolution times, first-contact resolution and employee satisfaction.
• Partner with Infrastructure, Networking and Security on cross-functional issues and projects.
• Stay hands-on: work tickets at any site when needed and serve as the senior escalation point, including executive support.
• Lead deployments, hardware refreshes, migrations and new site support; manage budget, vendors and assets for end-user computing.

What You Bring

• 10+ years in IT service desk or end-user support, including 5+ years managing service desk teams.
• Proven experience leading service desk operations across multiple sites and locations, including managing managers.
• Strong working knowledge of ITSM and ITIL.
• A track record of improving service metrics and the end-user experience.
• Hands-on familiarity with Intune/MDM, Active Directory, Office 365, Exchange, Teams, PowerShell, and Windows and macOS.
• Enterprise ITSM platform experience; ServiceNow is a plus.
• Experience building or running walk-up tech bars is strongly preferred.
• Multi site location experience and global support would be a big plus here
• High energy, a strong service mindset and excellent communication skills from the help desk floor to the executive suite.

Work Environment

Onsite in Chandler, AZ five days per week, with periodic travel to other company locations. Occasional evening or weekend work may be required for maintenance and site projects.